UK brands answer less than half of customer queries received on Facebook and Twitter in new Eptica studyReading, 2 March 2016: Despite its importance to consumers, email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions, according to a new study. Twitter (48% success rate) and Facebook (44%) are both more accurate and faster at delivering responses, although a lack of consistency between channels...
Source: RealWire